Contact Center Member Services Representative

Role

The Contact Center Member Services Representative provides exceptional member service through telephone, chat, secure messaging, and evolving channels such as Video Banking and ITMs. The position handles account inquiries and servicing, opens accounts, resolves routine concerns, troubleshoots errors, screens calls, and directs members to appropriate resources when additional assistance is required.

As trained and qualified, the representative may expand into branch-level, teller, product, and operational services, including more complex account servicing and approved transactions. All responsibilities are performed in accordance with Credit Union policies, procedures, internal controls, security standards, and regulatory requirements, with a consistent focus on accuracy, compliance, and member service.

Major Duties and Responsibilities

1. Assist current and potential members by providing account information and troubleshooting errors across multiple channels, including phone calls, chat, SMS, and secure messages. Identify member needs, provide accurate information and consultative guidance, resolve routine concerns, and make appropriate referrals when additional expertise is needed.
2. Adhere to all Topside FCU policies, procedures, security requirements, internal controls, and applicable laws and regulations to ensure every interaction and transaction is secure, accurate, and compliant. This includes, but is not limited to, compliance with the Bank Secrecy Act (BSA), USA PATRIOT Act, Office of Foreign Assets Control (OFAC), and other applicable regulatory requirements. Maintain an understanding of applicable compliance, identification, authentication, security, and transaction requirements for services performed through Video Banking and ITMs.
3. Assist new and existing members with opening and servicing accounts, ensuring all required information and documentation are obtained and processed accurately, completely, and in accordance with established procedures. Following required training and authorization, expand knowledge and support for approved complex account types, including business, trust, estate, representative payee, custodial, and IRA accounts, as well as applicable account revisions and maintenance.
4. Proactively identify opportunities to introduce or recommend additional products, services, and digital solutions that may benefit members. Provide personalized, helpful guidance while identifying appropriate solutions based on member needs and promote the use of available digital and remote service options when appropriate.
5. Meet or exceed established department standards for response times, resolution times, quality, productivity, and member satisfaction. Maintain a strong focus on achieving department KPIs while delivering efficient, accurate, and exceptional service. Successfully complete required training to support the expansion of Video Banking and ITM services and perform additional approved responsibilities as assigned.

Knowledge & Skills

Spanish speaking is a plus.

Experience

Requires up to six months of related or equivalent experience, including time in preparatory roles. A preferred background includes member or customer service experience, ideally within a contact center, retail banking, credit union, or other financial institution setting. The position requires the ability and willingness to complete additional training as responsibilities expand, including training related to Video Banking, complex account types, lending services, IRA transactions, teller operations, ITMs, fraud prevention, and applicable compliance requirements.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

Courtesy, tact, and professionalism are essential. The Contact Center Member Services Representative must be detail-oriented and able to engage members effectively while communicating with empathy and patience. The individual must remain calm, professional, and accurate when handling stressful situations, difficult conversations, high volumes of member inquiries, or increasingly complex member transactions.

Other Skills

Strong member service, relationship-building, communication, and problem-solving skills, with the ability to effectively support members through telephone, written, chat, secure messaging, Video Banking, and other approved channels. Requires strong attention to detail, organization, accuracy, and the ability to manage multiple priorities. Must be proficient in Microsoft Office 365 and able to learn and navigate multiple systems and applications. Requires knowledge of, or the ability to learn, applicable compliance and security requirements, including BSA, USA PATRIOT Act, OFAC, Video Banking, and ITM procedures. Ability to research and resolve routine concerns, provide appropriate solutions or referrals, and accurately perform account servicing, approved loan, IRA, and teller-related functions following required training. Must maintain confidentiality, exercise sound judgment, and consistently meet established service, quality, productivity, compliance, and member satisfaction standards. Spanish bilingual proficiency is highly valued and may qualify for additional compensation based on Credit Union practices and business needs.

ADA Requirements

Physical Requirements 

The position primarily involves sedentary work with periods of sitting, standing, and bending, along with occasional lifting of up to 30 pounds. The employee must be able to climb and descend stairs in emergency situations and operate standard office and communication equipment, including computers, keyboards, telephones, copiers, fax machines, calculators, and related technology. The position may require extended periods of computer, telephone, video, or other electronic communication use, generally 6–8 hours per day, as well as extended hours or occasional off-site travel based on business needs.

Working Conditions 

Must be able to routinely perform work indoors in a climate-controlled, shared work environment with moderate noise levels. The position requires frequent use of computers, telephones, digital communication systems, and as assigned, Video Banking and ITM technology. The position may involve extended periods of interaction with members across multiple communication and service channels.

Mental and/or Emotional Requirements

Ability to work independently with limited supervision while contributing effectively to a team. Demonstrates sound judgment, initiative, analytical and problem-solving skills, attention to detail, and the ability to accurately perform assigned responsibilities. Must understand and apply written and verbal instructions, policies, procedures, internal controls, and regulatory requirements. Strong communication and interpersonal skills are required to establish professional relationships, interact effectively with diverse individuals, and provide clear, courteous, and professional service while maintaining confidentiality and discretion. Must manage competing priorities, deadlines, complex transactions, and high-volume workloads while maintaining accuracy, productivity, and composure. Ability to adapt to evolving technology, procedures, products, services, business priorities, and member service channels is essential, including learning and applying requirements related to Video Banking, ITMs, expanded account servicing, and other assigned functions. Regular, reliable, and timely attendance is required

Acknowledgment

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any period of time. Topside FCU is an equal opportunity employer with respect to all protected groups, including protected veterans and individuals with disabilities. Topside FCU conforms to all applicable federal, state, and local laws. This policy does not override or alter any regulatory obligations that may apply to specific roles or departments.